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Service Dept. Policies  

Web Site Terms of Use and Errata

Our web site here is provided to you for your information and reference without any guarantee of any sort. At any random time there may be errors on it, typographical or other. If you feel something has been misrepresented, or if you would like to bring to our attention an error you noticed, please feel free to contact us at any time so that we have an opportunity to review it and make amendments as necessary.

Our Web Site Content

No portion of our textual, graphical, or layout content may be used on a web site or in printed media or otherwise distributed without our direct written permission.

Our Tech Tips and Product Newsletter

Our newsletter is published once or twice a month and is intended to deliver current news that may or may not be available here on our web site. Technical tips, product reviews and testing results, product features and special buys will also be a major component of it. If you would like to be aware of special product promotions and events, our newsletter will be the primary and often exclusive source of information. We do encourage you to subscribe if you want notice of these and save $$.

*** If you discover you are not receiving it with a couple weeks, please check your SPAM folder in your mail service, as some mail servers DO AUTOMATICALLY put bulk-mailed requested newsletters into the bin.

Product Purchases and Account Policies

We are a new company, and as a rule, we are not handing out billable accounts on the fly. If we already have a business history with you, you may be granted an account right from the start with Net-15 or Net-30 terms. Otherwise, all purchases must be paid for at the time of ordering with a valid credit card (MC, VISA, DISC, AMEX) or paid by cash or check.

Collection Policy

If you fail to pay properly within terms, issue us a bad check, or otherwise not meet amicable terms for purchase payment in full, we will endeavor to collect the funds within every legal limit at our disposal. You will be responsible for any and all incurred collection fees on our part. Any NSF check will be subject to a $35 fee. Delinquent accounts will be subject to a late fee of 18% per annum.

Special Orders: Special Parts, Products, Quantities

If we are required to make a special order from a vendor for you, you may be required to pay for it in full at the time of ordering, whether or not you have an open account with us.

Returns Policy

Products not meeting your satisfaction may be returned to us within 15 days for a credit or refund. Items must be in perfectly resalable condition in order to receive full credit. Otherwise a partial credit or refund will be issued based on the product's ability to be further merchandised. A restocking fee of 20% may be applied to any returned item. You must also alert us if an item is going to be returned: contact us and let us know. Any special ordered product or part cannot be returned.

Freight Policy

We will make every attempt to minimize your freight charges with your purchases, but please be aware that freight is simply not inexpensive for you or for us. From time to time, we may have money-saving freight promotions or even split the cost of freight with you. In general, any and all freight charges will be yours. You are welcome to arrange a pickup at our facility at any time to avoid these charges.

Technical Assistance Policy

New England Truckmount product specialists are always happy to provide accurate technical assistance to current customers in good standing in the event of a cleaning problem or when professional product (or procedural) specifications are needed. Although you can be assured of quality help, we really cannot guarantee any specific outcome with your problem because 1. of the nature of cleaning work itself, and 2. we are not at the job site with you. We encourage you to always have a camera and submit photos to us that may help us further assist you. Therefore, all technical assistance is provided as-is at your own risk without guarantee of any kind.

Service Department Policy

     WAITING AREA

Under no circumstances are customers permitted to accompany the shop technician in the service department unless they are specifically invited for us to explain procedures or gather more information about a problem. Customers will be required to wait outside the service department at all times otherwise in order to maintain a level of safety and comply with our insurance regulations.

     FEES AND LABOR RATE

Our shop labor rate is calculated at $80 per labor hour in 30-minute or 15-minute increments depending on the nature of work. For many types of repairs, you may incur a minimum fee of one hour's labor. Depending on the size of the job and parts required, you may be required to make a 50% deposit prior to the commencement of the work. A minimum diagnostic fee of $39 is incurred when a problem is unknown or you choose to not have us do the work for you. All tool repairs incur a minimum repair fee of $19.99. Payment for repair services is due upon completion with no exceptions and your vehicle or equipment will not be allowed to leave our premises otherwise.

     AFTER-HOURS OR SATURDAYS

After-hours service or Saturday service is always based upon our availability with full consideration of your needs. You will incur a surcharge of $50 and a 25% increase in our labor rate if your service extends after hours more than 30 minutes or you schedule on a Saturday.

     RECOVERY TANKS

Your recovery tank must be completely drained prior to your arrival for any service done on the tank directly or indirectly. This includes any pump-out system, drain plumbing, vacuum intake, or filtering apparatus. Failure to have the recovery tank empty is a great inconvenience to shop members, and will incur a $39 surcharge on your repair bill.

     STORAGE FEES

Storage fees of $20 per day may be incurred on any vehicle not picked up and paid for within three business days. Storage fees will be assessed on the third day onward.

     TELEPHONE ADVICE

Technical assistance provided on the telephone for customers is given as-is at your risk with no guarantee of any sort. Customers are encouraged to have our shop technician perform troubleshooting services in person. You must be a current customer of ours in good standing in order to receive any technical assistance on the telephone.